INDUSTRY insights report
State of the Tenant: Insights Report 2025 | United Kingdom
This report brings together senior decision-makers’ perspectives on how experience is redefining tenant expectations and value in 2025
9 in 10
respondents show a clear preference for human support — with two-thirds strongly favoring it.
66%
still turn to phone when it matters most
64%
are willing to pay a premium for the dream experience
2 in 3
respondents expect a reply within an hour. Instant gratification has become the norm.
9 in 10
respondents show a clear preference for human support — with two-thirds strongly favoring it.
66%
still turn to phone when it matters most
64%
are willing to pay a premium for the dream experience
2 in 3
respondents expect a reply within an hour. Instant gratification has become the norm.
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Transforming Residential Rentals Through Experience
Market context
Why it’s expanding in the UK, and how it differs from traditional renting.
Resident motivations
Convenience, community, flexibility, and quality of living as key decision factors.
Decision drivers
The role of location, amenities, management quality, and price in shaping tenant choices.
Experience insights
What residents value most today — and the biggest pain points undermining satisfaction.
Landlord opportunities
How CX impacts retention, willingness to pay a premium, and lease extensions.
The dream experience
What the “ideal setup” looks like, and the conditions that encourage long-term commitment.
FAQs
Yes – 100% free. This report is available as a complimentary download, no strings attached. It’s our way of helping you stay ahead of evolving customer behaviour and customer service trends in 2025. Just fill in your details and get instant access.
This report is designed for executives, marketing leaders, CX and CS managers, property managers, and decision-makers who want to grow revenue through better customer experience strategies. If you’re looking to understand customers’ expectations, what builds or breaks their trust, and how CX can drive customer loyalty, this report is for you.
Very accurate. The findings are based on a statistically significant study of UK tenants, conducted in September 2025. With a 95% confidence level and a margin of error of less than ±4%, you can trust the data to guide strategic decisions.
The report dives deep into how are consumers navigating customer support today, where do things break (or shine), who are we really designing for, and what does the dream experience look like. It’s packed with insights to inform your CS and CX strategy.
Absolutely. We encourage you to share it with your wider team, from marketing and operations to customer experience and support teams. The more aligned your departments are, the better your execution across the customer’s journey.
Yes – and we’d love to. If you’re looking to dive deeper into the findings or explore how they apply to your business, our team is happy to walk through the insights with you and your stakeholders. We can tailor the conversation to your goals and uncover practical opportunities for growth. Just fill out this page when you’re ready.
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